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Stream Decks freeze, login not possible after waking computer from sleep

By Jascha Viehl @Jascha_Viehl
    2024-08-16 08:55:17.473Z

    Stream Decks freeze, login not possible after waking computer from sleep

    System Information

    SoundFlow 5.7.8

    OS: darwin 22.6.0

    ProductName: macOS
    ProductVersion: 13.6.4
    BuildVersion: 22G513

    Steps to Reproduce

    1. Waking up computer from sleep
    2. Sometimes the Stream Decks freeze and login is not possible

    Expected Result

    After every computer wake up SoundFlow should stay logged in and be ready

    Actual Result

    Stream Decks freeze, login not possible after waking computer from sleep

    Workaround

    Restarting the computer

    Other Notes

    Happens often enough to bother. Maybe once a week.
    Stream Decks are connected through a USB 3.0 extender plugged in a docking station.
    I don't know if the error also occurres when the Stream Decks aren't involved.

    Links

    User UID: RZnxlDkkM6MB7ZucflXsNj7mZFu1

    Feedback Key: sffeedback:RZnxlDkkM6MB7ZucflXsNj7mZFu1:-O4POUMT2sTQHYLHN6ew

    Feedback ZIP: zSMwroZsgHxpF0W6xkztv7C6T9YaUn3p99DNoPmhYsTk13W9Zlid2H1WdgSvLmJuUuWWTmt9uc8oPPSapOT0xzuBaefsJM/pDzQ6M3MSRF40zpxKyMcEdkepEi/B+CddgldAEIRIqS3aKFL8g2cbkbOQDtiDviKGQGEUE1SfspEGhSdh5DDP2YuiX3SlqH8+ChvLXxBINCEN6KhHopBhC8LkuOwBg0pXEdjS5B78DZ+NhNh02dgatS1x3Eeetbqq8GNLpSgIopvcDsCaa6O5v7L24EmDZnnMZsh4G7Qxn7oZf+ZCCaKLOB6DupnWUC7cvSjs9BU94742YNjTx0LLWPWtRTNIwZyVOG03XV8cyWE=

    Reply
    • 8 replies
    1. Christian Scheuer @chrscheuer2024-08-16 09:37:15.164Z

      Hi Jascha,

      The Stream Deck freeze problem and a potential login problem may be unrelated in this case.

      Re. the Stream Decks freezing, this typically happens due to a power surge requirement. This can happen even with powered docks. Since this problem occurs between macOS and the Stream Deck, there's nothing SoundFlow can do. You can see more here:
      https://soundflow.org/docs/help/stream-deck

      You mentioned:

      login is not possible

      What exactly are you seeing here? Are you seeing an error? Does it say "offline" (and where)?
      Please provide as many details/screenshots as you can (ideally with a timestamp so we can correlate what you're seeing to the log files).

      Reply
      1. JJascha Viehl @Jascha_Viehl
          2024-08-16 10:12:35.874Z

          Thanks for pointing me towards the stream-deck help.

          Regarding the login issues.
          When opening the SoundFlow panel, I first see that I'm logged in. The clicking on "Edit macros..." I see that I'm not longer logged in. Login is not possible then. It seems as if all connections to the SoundFlow servers are interrupted, because even sending then support case via "Help/Issue" wasn't possible.
          The internet connection is fine.

          Reply
          1. Christian Scheuer @chrscheuer2024-08-16 10:41:03.944Z

            The clicking on "Edit macros..." I see that I'm not longer logged in

            How does this look exactly? Can you share a screenshot when this happens again?

            Note that I have SF running on my laptop all the time and have it go in and out of sleep. I am not seeing these issues, so we would have to figure out what's special in your case.

            Are you using SF from behind a firewall or VPN by any chance?

            When you sent the report today, had this problem just occurred? It would be helpful if, when you experience this the next time, if you can note down the exact time you put the computer to sleep, and when you woke it up, and when you saw the problem, and then send us a new report.
            This will allow me to match your timestamps with what we're seeing in the log files, to hopefully narrow down what goes wrong.

            Reply
            1. JJascha Viehl @Jascha_Viehl
                2024-08-16 11:09:51.930Z

                Will take screenshots when it happens again.

                it's indeed on a Laptop MacBook Pro M2 Max.
                Will send security details firewall/VPN via mail.

                I send the report after the restart (approximately 5 min after the issue) as even the "Help/Issue" form couldn't be submitted just when it occurred.

                Will try to write down times.
                Thanks for chasing it.

                Reply1 Like
                1. Christian Scheuer @chrscheuer2024-08-16 12:05:27.632Z

                  Thank you, Jascha. I'll look for your email. Please note that as a general rule, SoundFlow is not supported behind firewalls / VPNs without our Proxy product, because they typically cause problems with connectivity. That being said, I'm still curious to figure out what's going on here.

                  Reply
                  1. Christian Scheuer @chrscheuer2024-08-16 12:46:02.225Z

                    Thanks for the details on email. Can I ask you to upgrade to 5.8.1 just to see if we accidentally already fixed this?

                    https://soundflow.org/account/downloads

                    Reply
                    1. JJascha Viehl @Jascha_Viehl
                        2024-08-18 09:49:52.150Z

                        Updated 2 days ago.
                        Today I had a mild form of login issues after waking the computer up from sleep:
                        SoundFlow offline after waking computer from sleep

                        Reply1 Like
                        1. Christian Scheuer @chrscheuer2024-08-19 10:28:24.121Z

                          Thanks, Jascha! Commented on the thread. Great logs in that one.

                          Reply
            Reply